aiLegal Law (https://www.ailegallaw.com/) is a tech-enabled law practice serving immigrant community in immigration, corporation, and litigation.

Here is why you should consider joining us:

• Innovative Culture: We’re pioneers in driving efficiency, productivity, and collaboration. We leverage cutting-edge technologies to integrate our legal practice seamlessly, ensuring high efficiency, and smooth collaboration. If you’re tech-savvy, and love working efficiency, you’ll thrive in our innovative environment.

• Transparent Environment: Say good-bye to office politics – we believe in transparency. From sharing financials to openly discussing decisions and challenges, we keep things simple and stay focused on well-defined goals. Join us if you value transparency and want to make a real impact.

• Recognition and Rewards: We value high performers and aren’t afraid to show it. With robust incentive programs, bonuses, and recognition incentives, we motivate and retain top talent. If you are ready to work hard and play hard, our positions are perfect for you.

• Standardized Service: Consistency is key, especially in the legal field. We prioritize standardized service to ensure a consistent customer experience across all our legal services. If you are someone who takes initiatives to build best practices and strictly follow operational procedures, you’ll fit right in.

• Service Mindset: We’re in the business of serving others, and that’s a mindset we embody every day. Our team members are dedicated to providing a friendly demeanor, attentiveness to customers’ needs, and a commitment to delivering a positive legal service experience. Join us if you are passionate about delivering a memorable experience to customers.

• Lead by Example: Our leaders don’t just talk the talk – they walk the walk. With dedication, trust, and excellence at the forefront of everything we do, our leaders lead by example. If you have a “can do” attitude and love taking initiatives, you’ll thrive in our environment.

• Pride in our Work: We take pride in everything we deliver, striving for excellence in every aspect of our job. Whether it’s communicating with customers, problem-solving, or delivering legal products, integrity is at the core of everything we do. If you’re proactive and take pride in your work, we want you on our team.

aiLegal Law is headquartered in Atlanta, GA, with branch offices in San Francisco, CA; New York, NY; Chattanooga, TN. If you are interested in our positions and see a good fit with aiLegal Law, please apply with your resume and cover letter.

Job Description:

We are seeking a dedicated and experienced Customer Service Manager to join our team. As the Customer Service Manager, you will play a critical role in ensuring exceptional service delivery and client satisfaction across all customer interactions with the law firm. This position offers an exciting opportunity to lead a team of customer service representatives, cultivate position client relationships, and contribute to the success and growth of the law firm.

Responsibilities:

• Lead and supervise a team of customer service representatives, providing guidance, training, and support to ensure high-performance standards and consistent service excellence.
• Develop and implement policies, procedures, and best practices for delivering exceptional customer service and resolving client inquiries and concerns in a timely and effective manner.
• Serve as the primary point of contact for escalated client issues, demonstrating empathy, professionalism, and a commitment to resolving issues to the satisfaction of the client and the firm.
• Collaborate with internal departments, including legal teams, administrative staff, and management, to address client needs, streamline processes, and improve overall client experience.
• Monitor and evaluate customer service performance metrics, such as response times, client satisfaction scores, and resolution rates, and implement strategies for continuous improvement.
• Conduct regular performance evaluations, coaching sessions, and training workshops to enhance the skills and capabilities of the customer service team.
• Stay updated on changes in immigration laws, regulations, and firm policies to provide accurate information and guidance to clients and customer service staff.
• Manage client feedback and complaints effectively, implementing corrective actions and process improvements as needed to address root causes and prevent recurrence.
• Foster a positive and inclusive work environment that promotes teamwork, collaboration, and a customer-centric mindset among staff.

Qualifications:

• Bachelor's degree in Business Administration, Communications, or related field. Advance degree or certification in customer service management is a plus.
• At least 5-year experience in customer service management role, preferably in the legal or professional service industry.
• Strong understanding of immigration law and procedures, with previous experience working in an immigration law firm or related field highly desirable.
• Excellent leadership, interpersonal, and communication skills, with a focus on finding creative solutions and achieving win-win outcomes for clients and the firm.
• Proficiency in using CRM software, Microsoft Office Suite, Jira, Confluence, Slack and other relevant technology platforms.
• Ability to work effectively in a fast-paced, deadline-drive environment while maintaining a high level of attention to details and professionalism.
• Commitment to diversity, equity, and inclusion, with a genuine passion for serving clients from diverse backgrounds and cultures.

Benefits:

• Competitive base pay with merit-based bonus
• Paid holidays, vacation, and sick leave
• Health insurance
• Work visa and green card sponsorship for immigrant candidates

If you meet the qualifications and are interested in joining our team, please apply with your resume and cover letter. Thank you for considering this opportunity.